Suppose the equipment has arrived and the main unit looks correct, but an accessory cannot be found. Or the model on the nameplate differs from the purchase order. You send a message to the supplier and receive “Please check again” or “We will arrange it.”
Neither reply gives you enough information to decide what happens next. You need to establish the difference, identify which goods are affected, and obtain a plan that addresses your actual requirement.
At ESG, we recommend making the issue specific before discussing the solution. A clear comparison between the agreed supply and the goods received gives both sides something concrete to work from.
Describe the difference against the agreed supply
Start with the relevant purchase-order item, confirmed supply list, drawing or specification. Compare that requirement with the packing information and the goods received.
Be precise about the type of discrepancy. A quantity shortage, an accessory you have not located, a different configuration and a missing document require different responses. “The shipment is incomplete” may describe your concern, but it leaves the supplier guessing which item to investigate.
For an accessory you cannot find, check whether it was packed in another case, fitted to the main unit or scheduled for a separate shipment. Also confirm that it was included in this order. An item appearing on the packing list is a declared shipment detail; it does not establish that you have received it.
If the order and another document describe different requirements, identify the conflict and ask for clarification under the arrangements for your purchase. Do not resolve it simply by choosing whichever document supports one side’s position.
Where records are available, compare the received goods with the packing locations, equipment identification and findings recorded before dispatch. Our pre-shipment inspection guide explains what those records can show.
Give the supplier records it can trace
Connect the discrepancy to the order and the actual goods. Include the item reference, relevant case number, full model or serial number, and the quantity counted—with its unit.
Photographs should help the supplier follow that connection. An overall view and a label or nameplate can establish which equipment you are discussing. A close-up can then show the specific difference. A photograph of an accessory alone may not identify its original package, while an empty-case photograph cannot, by itself, prove that an item was never packed.
Keep observations separate from possible explanations. “We counted four pieces against the six listed for this item” is an observation. “The factory forgot to pack two pieces” is a conclusion that still needs support.
If there is visible damage that may involve transport or handling, retain the packaging, receiving notes and relevant transport records, and contact the parties responsible under your shipment arrangements. Avoid discarding material that may help explain what happened.
For a document mismatch, identify the file, revision and equipment reference involved. Ask whether the document is incorrect or whether the supplied configuration differs. Our supplier document guide explains how to check that records correspond to the equipment.
Ask for a plan that resolves the specific issue
First ask the supplier to review the discrepancy against the records provided. If it disagrees, request the evidence behind its view. Repeating “already shipped” and “not received” will not establish where the difference arose.
Once the issue is understood, discuss the proposed action. The appropriate response depends on the goods, the requirement and the order arrangements.
| Possible action | What the buyer needs to confirm |
|---|---|
| Send missing items | Exact model and quantity, when they will be ready, transport arrangements and estimated arrival. |
| Replace supplied goods | Which goods will be replaced, when the correct goods will be ready, how the original goods will be handled and how costs will be arranged. |
| Correct or provide documents | The document name and revision, the goods it must cover and when it will be supplied. |
| Propose an alternative | Differences from the agreed item, the recommendation basis and the information needed for technical review. |
These options do not establish who must pay or which remedy is available. Those points need to be confirmed against the actual order and the arrangement reached by the parties.
“We will handle it” still leaves several practical questions unanswered: what will be supplied or corrected, who will take the next step, and when? Ask the supplier to identify any condition that could change its proposed date. If it is waiting for stock or a replacement drawing, you need to know that before relying on the schedule.
Agree on the next update as well. If the supplier cannot yet confirm a completion date, ask when it will provide the missing information rather than accepting an open-ended promise.
A proposed substitute needs its own review. Request the exact item and its differences before deciding. Our guide to reviewing material or component changes covers the information and approval arrangements involved. Asking the supplier to resolve an issue quickly should not be interpreted as permission to supply any alternative.
Check whether the solution will meet your need
A workable proposal must address both the discrepancy and the timing.
Distinguish when the item will be ready, when it can be handed to the carrier, and when it is expected to reach the required destination. Ask what the arrival estimate covers and what remains unconfirmed. A dispatch date does not tell the site team when the missing item will be available.
Consider this hypothetical situation: the main machine has arrived, but an essential accessory is missing. The supplier agrees to send it. The buyer still needs to allow for transport and any installation or checks required after receipt before the equipment can be used.
Tell the supplier your latest required date and where the item needs to arrive. This gives both sides a basis for discussing whether the proposed arrangement is useful, or whether another option needs assessment.
If the supplier suggests a temporary replacement or a local modification, have suitably qualified personnel review the proposal and its limits. Procurement can organize that discussion, but a supplier’s informal assurance is not enough to authorize changes or use of the equipment.
Before agreeing to returns, urgent freight or work at the destination, clarify the scope, responsible parties and cost arrangements. A vague instruction to “send it back” can leave collection, packing and replacement timing unresolved.
Follow the action through to a verified result
A tracking number shows that a transport step has been arranged or started. It does not close the original discrepancy.
When supplementary goods arrive, check their identity, quantity and relationship to the affected order. Where installation or technical checks are needed, obtain the relevant confirmation. For corrected documents, verify that the new version applies to the actual goods and addresses the mismatch you raised.
Keep the follow-up brief but specific: what has been resolved, what remains open, and who will confirm the next step by which date. A short email update can be enough if both sides understand the status.
Close the issue against the original requirement. Receiving something from the supplier is only useful if it resolves the difference that prompted the request.
Send a focused message to the supplier
Use the email below to describe the discrepancy and request a practical response. Replace the placeholders with the relevant order references and records. Keep the request focused on the affected items.
Subject: Receipt discrepancy — PO [number], item [reference]
Hi [Name],
We have received [shipment / equipment reference]. For item [reference], the agreed supply is [requirement and quantity], while our receiving check shows [specific difference, including quantity and unit].
We have attached [photos / count record / relevant documents], identified by [case number / model / serial number]. Please review these against your packing and order records and let us know if you have information that clarifies the difference.
Please propose the action to resolve it, including the exact items or documents involved, the responsible contact and the key dates. For supplementary or replacement goods, please confirm the expected ready date, transport arrangement and estimated arrival at [destination], noting anything still unconfirmed. Please also clarify any proposed cost or return arrangements.
We need [item / requirement] by [latest required date]. Could you reply by [date], or confirm when the remaining details will be available? Any alternative item will need separate review before acceptance.
Thanks,
[Your name]
Discuss the discrepancy with ESG
Share the agreed supply scope, your receiving records, the difference identified and the supplier’s latest reply. Contact ESG to discuss the points that need clarification or coordination.
These details help establish what information is still missing and what the proposed action needs to address. Technical suitability, diagnosis and permission to use the equipment should remain with personnel qualified for those decisions.
